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> A reason why pay software does so well is that there is hand holding within a phone call away if something goes wrong. With FOSS you might have a bug report and hope it gets fixed in the next release.

I dont want to play any kind of fanboy here, but in case of many software products unless you talking of huge corporate customer it's very unlikely to get any kind of proper fix faster than in open source software. Yeah there is few software companies that play close attention to end-users problems and rapidly provide fixes, but in most cases you have to wait month+ to see fix included in some future release.

What author in the link is talking about is that end users of FOSS aren't often financially support developers or just random people who play role of user support within community.